Patient Service Representative

Job Description

Job Description

Premier is looking for a Patient Service Representative to work at our Malvern Urgent Care!

At Premier, we are dedicated to taking care of you so you can take care of business! Our robust benefits package includes the following:

• Competitive Health & Welfare Benefits
• Monthly $43 stipend to use toward ancillary benefits
• HSA with qualifying HDHP plans with company match
• 401k plan after 6 months of service with company match (Part-time employees included)
• Employee Assistance Program that is available 24/7 to provide support
• Employee Appreciation Days
• Employee Wellness Events

ESSENTIAL FUNCTIONS

• Promptly greets and acknowledges patients. Informs MAs and Providers of the patient’s arrival.
• Answers all incoming calls in a timely manner and accurately supplies requested information to callers; relays written or verbal messages as needed.
• Instructs patients in completion of medical history and other patient information forms and makes any necessary corrections to the patient's account as needed.
• Obtains accurate and complete demographic and insurance information from patients and collects required financial contract/consent form(s), as well as reviews patients and guarantors’ information assuring all necessary documents are populated, completed, and signed correctly. Ensures all required authorizations and/or referrals are attached to patient appointments for that date of service.
• Identifies and collects co-payments, co-insurances, and past-due account balances.
• Explains financial requirements to the patient in response to patient questions on billing and insurance matters; refers questions regarding more complex insurance/benefits questions to the Practice Billing Department.
• Evaluates patient financial status and establishes payment plans as needed based upon authority levels.
• Accurately completes and interprets insurance and benefits verification. Notifies patients, designated family member(s), physicians, and/or supervisors of network insurance coverage issues that may result in coverage reduction.
• Scans all new or updated patient information into the EMR system (including but not limited to photo ID, insurance cards, referrals, and patient paperwork).
• Schedules follow-up appointments and notifies patient if service requires an authorization or referral, and sends the request to PCP in a timely manner.
• Maintains general knowledge of insurance plans accepted by Premier.
• Records all record requests in the system and reviews HIPAA requirements and patient Medical Record Request form prior to the release of patient information to any person other than the verified patient.
• Communicates with patients in the lobby if physician or provider is running behind schedule.
• Reviews and prepares charts for the following day according to the practice schedule.
• Maintains a secure and accurate cash drawer, daily balances the cash drawer, and closing batch.
• Protects patients’ rights by maintaining the confidentiality of personal and financial information; maintains patient confidentiality consistent with HIPAA requirements.
• Maintains a clean and organized front office workspace.
• Follows established Front Office SOPs.
• Follows all practice/site-specific protocols pertaining to this job description.
• Other duties as assigned.

EDUCATION

• High school diploma/GED or equivalent working knowledge experience preferred.

EXPERIENCE

• Minimum of one-two years of patient registration/front office experience in a medical or healthcare setting.
• Requires knowledge of insurance rules and regulations, medical terminology, and computer scheduling systems. Allscripts Pro Suite or another Electronic Medical Records experience is highly preferred.
• Must be able to communicate effectively with physicians, staff members, patients, and the public and be capable of establishing good working relationships with both internal and external stakeholders.
• Previous experience in collecting money is preferred.

KNOWLEDGE

• Knowledge of insurance rules and regulations including eligibility and referral requirements.
• Able to verify the eligibility of each payer, per patient according to defined parameters.
• Knowledge of medical terminology and HIPAA Guidelines.
• Knowledge of computer systems.
• Knowledge of safety requirements within the department

SKILLS

• Skill in customer service.
• Skill in communicating effectively with physicians, staff, and the public.
• Skill in establishing good working relationships with both internal and external stakeholders.

ABILITIES

• Ability to maintain patient confidentiality in accordance with HIPAA Guidelines.
• Ability to communicate with upset and frustrated patients while consistently providing excellent customer service.
• Ability to demonstrate empathy, concern, good listening skills, and compassion for all patients.